Bilingual Customer Success Manager

Together, we can beat cancer.

At Varian, a Siemens Healthineers Company, we bring together the world's best talent to realize our vision of a world without fear of cancer.

Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions.

We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world.

We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.

If you want to be part of this important mission, we want to hear from you.

Varian, a Siemens Healthineers company, is working with Nova Scotia Health to revolutionize cancer care in province where the need is greater than ever.

Nova Scotia, home to over a million people, has a cancer incidence rate that is above the national average. We're committed to changing that.

This is more than just a job opportunity it’s your chance to make a real difference in the lives of cancer patients in Nova Scotia.

We're working on AI technologies and innovative solutions to make cancer treatments more efficient and precise, starting from the moment a patient is diagnosed throughout their journey to recovery.

If you're passionate about making a positive impact and excited about working at the forefront of oncology care, we'd love to hear from you!

We pioneer breakthrough in healthcare. For everyone. Everywhere. Sustainably.

The Bilingual Customer Success Manager is part of the Customer Success Team within Varian’s Multi-Disciplinary Oncology business unit.

We are responsible for Customer Success management for Varian SaaS software and services. The prospective candidate must be fully fluent in both the French and English languages.

Strong preference to be located in Nova Scotia due to client travel needs, however we will consider someone located within Eastern Canada who can travel at least 20% of the time.

We are looking for a CSM to be working with our SaaS portfolio customers. In this role, you will be instrumental player in ensuring successful planning and coordination of Varian’s SaaS product implementation, driving adoption and satisfaction post go-live, and ensuring that our customers reach their goals and have strong, trusting relationship with Varian.

The CSM understands customer workflows to be able to communicate effectively with clinicians, define and improve provider workflows and capture their needs.

The CSM develops close relationship with customer stakeholders, understands customer’s near-term and long-term priorities, and helps them to achieve measurable benefits using data driven insights.

The CSM works closely with internal teams including project manager, technical implementation, product team, professional services and sales, helping to improve our offering and grow our business.

The CSM is technical enough to maintain detailed understanding of the product roadmap and provides input into the product development.

What You will do :

• Develop a trusted relationship with our customers including clinic end users, customer project team and stakeholders.
• Understand the needs and business objectives of our customers, executes and oversees project timeline, customer adoption and development of best practices.
• Be the single point of contact for the customer and proactively solve challenges. Work closely with internal teams to resolve issues on a timely manner.
• Work with Account Managers and customers to develop and maintain customer success plan that outline the key performance metrics to be achieved with corresponding success metrics.
• Analyze customer success metrics and feedback and assess risks to identify opportunities to improve. Report regularly to customer and Varian leadership.
• Partner closely with internal teams, including project management, product, technical implementation and professional services teams, and translate business needs, industry trends and customer requirements to them, and engage actively in helping our internal teams to improve our SaaS solutions.
• Support Sales teams in pre-sales phase and help with customer training when needed.

Succeeding in this position means that You have :

• Bachelor s degree (or equivalent experience) from a relevant field (for e.g. Health Administration, Digital Health, Business) with at least 8 years of related experience or a Masters Degree with at least 6 years of related experience.
• Experience in customer success management and / or software implementation, customer service, account management or consulting within Healthcare Setting.
• Experience building strong relationships with customers externally and internally, engage proactively, listen and understand concerns and provide solutions.
• Ability to see end-to-end process and to think downstream impacts. You are able to analyze complex workflows and to problem solve.
• Ability to drive adaption of services and deliver on time, anticipate risks both people and process based and be proactive in handling them.
• Fluency in both the French and English languages
• Excellent communication and collaboration skills and passion for delivering excellent customer experience.
• Willingness to travel to customer sites (up to 20%)
• Understanding of oncology or radiotherapy workflows is a plus.
• Prior experience with SaaS products / services is a plus.

LI-Remote

Varian is required to comply with all local and applicable regulations that may be associated with vaccine requirements for certain roles.

Fighting cancer calls for big ideas.

We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day.

That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate.

Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.

TogetherWeFight